Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a number of furniture items to donate to Habitat for Humanity. They enlisted ReSupply as a company to pick up the donations. Habitat for Humanity listed thispick up as free of charge. When the pick up was scheduled with the company ReSupply, I was told based on the items to be picked, up that there would be a charge of approximately $350. Even though I thought it would be free, I agreed to pay this amount. The subcontracting company ******, came to my home and told me that ReSupply charge would now be $890. The driver also told me that this was a very common problem with ReSupply, and he offered to-haul away the items for$500. Based on my experience with Resupply and with the Habitat for Humanity website stating that the pick up would be free, I feel that this whole process is a scam and bait and switch. It was highly unethical and has been repeated many times as noted in all the reviews and complaints online.

  

  Business Response

  Date: 08/18/2025

  Sorry to hear it wasn't what you expected ****! I'm one of the ** founders here at ReSupply and would love to speak with you further about why you thought it was free as this is outline on both our website and on Habitat's. The final page of the webflow has you check a box next to your line itemed initial quote as we want to make sure everyone knows that there is an associated **st. 

  We have recently bolstered our website to include much more information on pricing to make sure that folks know that these donation pickups are paid, and the reason that they're paid. ReSupply is simply an additional option for donors if they don't qualify for the charity's free pickup service as many charity pickup services are booked out weeks at a time, need items brought to the curb, and have to be really picky about what they take. We employ professional movers and haulers that get there the next day, go anywhere in your home, and will take anything you need gone. We are a cheaper alternative to calling up a junk hauler. It looks like the reason your quote went up on site was that you added a significant number of items when the drivers got there. 

  We would be happy to set up a time to chat with you to better understand your feedback as we truly never want any part of the process to feel like a surprise and will review any materials that you feel are misleading. 
  
  Unfortunately we are unable to process a refund for you as our system is showing your pickup as in**mplete, and we never **llected payment. We will **ntinue to investigate your pickup but please reach out to our support if there's anything else we can do. 

• Initial Complaint

  Date:08/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/5/25 I requested this company to come pickup a barely used couch for a charity donation. I chose an afternoon pickup and I was told about 3pm that the truck was damaged and they would have to reschedule. We were offered to reschedule the next day for 8/7/25 at noon. After waiting 12-4 they never showed up. After multiple calls it feels as if there is no solution except to ask for a refund. After about 8 hours of waiting over two days this business practice is not acceptable.

  

  Business Response

  Date: 08/11/2025

  Sincerely apologize for the inconvenience ****! We are escalating your complaint to our VP of Customer Success to better understand what happened here on our end. While yes unforeseen circumstances can come up like a damaged truck, we should have been all over the communication so that you knew exactly where things stood. 

  We are also going to look into coverage in your area to see if we can add some trucking there as a backup for situations like this. We will discuss your situation further as a leadership team to see how we can learn and get better. Please let us know if there's anything else we can do to help at this time. 

  Customer Answer

  Date: 08/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The point was missed. I had to take two days off work to donate my items to a charity that I had to pay you $200 for and I was ghosted. So not only did it cost me the $200 to give it away it cost me 8 hours of PTO and I make about $60 an hour costing me an additional $500 and the items are still in my house.  I believe there should be some compensation on my end for the poor performance on your side.  
  

  I can understand the truck failing but you also scheduled another pickup with no call no show. That is completely unprofessional. That is the frustration.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 08/13/2025

  Sorry to hear that ****! So we never charged you for the pickup, we don't charge anyone until the pickup is actually completed on site. We also have already processed a refund for your $8 booking fee (this takes 3-10 business days to hit your payment method).

  I completely understand where you're coming from but unfortunately that is all we can do at this time is the full refund. 

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Most frustrating customer svc debacle Ive experienced. Multiple issues, full complaint longer than allowed. Attached full complaint as addl documentation.* Overpriced. Previously free. Paid < 5 times what I paid ReSupply to move >10 times. Crew of 4, not 2. 2 trucks, not a trailer. Items larger/heavier.* Recycling fee not disclosed until confirmation e-mail, then buried in long email. Should be clearly disclosed when scheduling pickup & specifying items to donate - deceptive & a bait & switch.* Many issues w/ scheduling pickup - 4 attempts. I believe I was lied to multiple times. Donor support staff unresponsive, total lack of follow-through. All details too lengthy to incl here.* Wasted 10 hours due to ReSupply mismanagement. At $65/hr (previous salary), should bill ReSupply $650. * Local driver told me they hear same frustrations fm many others.* No issues w/ ******************** friendly, professional, pleasure to work with. * Driver told me most donations go to the dump. Deceptive to advertise mission is to keep items out of the landfill when most end up at the dump.* No effort to see if any other charity would accept donations when Habitat rejected - contrary to claims in their FAQs.* ReSupply touts A+ BBB rating. In fact, only have A rating. Another hit on ReSupplys integrity. At least 26 BBB complaints last year expressing same issues. ReSupplys responses generally offer sincere apologies or sorry to hear. Good words mean little - actions that count. * ReSupply touts Our Veteran Background Gives Us an Edge. What edge? Deception, lack of integrity, unresponsiveness, lack of follow through. To hype that they're veteran owned/operated gives all veterans a bad name. * Late update: ReSupply called to inform me they refunded the recycling fee. I appreciate that, but this complaint is much more than the fee. Caller attempted to put the blame on the local hauler. I find that despicable. Responsibility lies wholly w/ ReSupply.

  

  Business Response

  Date: 08/13/2025

  Hi *****, my name is ***** ********* I'm one of the ** founders here at ReSupply. I am incredibly passionate about our mission here so I do appreciate you taking the time to leave such detailed feedback. I do genuinely apologize for your experience, and would be happy to jump on a call if you'd rather explain everything over the phone. 
  
  Unfortunately many charities cannot offer free pickup services anymore, because it was **sting their organizations more than it was making them. Charities that do run a free pickup service today, are often booked out weeks at a time, need items brought outside, and have to be really picky about what they take, that is why ReSupply exists, so that they don't miss out on donors that don't fit into that criteria.
  

  The items that you chose to donate, cannot be accepted because it is too difficult to try to sell a **uch of that age and entertainment centers are not in style anymore. It looks like you came through ReSupply's website actually, which means we can assign your pickup to the best fit charity partner in the area. Since your local ******** does not accept any furniture, our best chance was the local Habitat for Humanity. We are actively working on implementing a solution to better explain and display recycling fees up front but yes we do disclose that in the **nfirmation email in bold, as well as on the website, and wel**me you to reach out with questions ahead of your pickup as you can always schedule with a live person. Every pickup goes to a charity first to give them an opportunity to accept what they want from the pickup, we do our best to keep as much as we can out of the landfills, but unfortunately not all items can be donated and yes a small percentage end up being taken to the landfill. This saves the charity from having to pay dispose of those items that they cannot sell, and saves the donor a trip as well. 

  Yes we are working hard to achieve the highest rating possible on BBB, our new website only shows that we are BBB accredited and shows our 4.6/5 rating with the BBB. You're **rrect that we are not perfect, but we have a 4.6+ star rating on Trustpilot, BBB, and ****** with thousands and thousands of 5 star reviews. Our new website is geared towards making the process as transparent as possible and are excited that it is now live. 

  I can promise you that each of these **mplaints does drive improvement and each **mplaint is reviewed by majority of our executive team. Your pickup will be fully audited and reviewed by our VP of Customer Support to find out why our **mmunication was not on point and better understand what happened with this driver. Our Veteran background means a lot to us, as we do operate with integrity and do everything in support of our amazing charity partners. We take full responsibility for what happened and will work to improve. Please let us know if you'd like to discuss this further and if there's anything else you'd like us to address. 

• Initial Complaint

  Date:07/26/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a total scam. They make you pay a reservation for of $10 just to reserve an appointment to pick up donations and then they ghost you. I have tried for days calling, texting, emailing and even using their chatbots but not once have I gotten a response. They took the money and ran. This company deserves to be out of business. Not only do I want my fee reversed, they caused me me undue stress and much higher costs as I had to call another company to remove my furniture costing me $500. Plus loss of wages. At minimum I require $10 back. If not I will be contacting my credit card company as well. But I would prefer compensation for the unneeded stress and partial compensation for having to use another option.

  

  Business Response

  Date: 07/29/2025

  Sincerely apologize for your experience ****! I know you already spoke with a member of our senior customer success team but I hope you know your feedback has reached our VP level as well as we take this very seriously. First things first, your refund has already been processed and will hit your original payment method within 3-10 business days. 
  
  We are working incredibly hard to staff up our support team and move around our systems so that we are providing clear communication as that is the least we can do in a situation like this. We have made great strides but we will be investigating your communication stream to understand why we did not get back to you in a timely manner, but also see how we can be proactive in the future when something like this happens. Thank you for your feedback. 

  Customer Answer

  Date: 07/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  I do want to state that this business is not a scam. The problem was very poor communication making me think it was. 
  
  Regards,
  
  **** ******

   

• Initial Complaint

  Date:07/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sofa was picked up yesterday on 7/16/25, and I was surprised to find that I was charged nearly twice the amount originally quoted. While I initially believed donating furniture was a positive gesture, I was shocked to be charged $278.69 for a small sectional sofa that was originally quoted at $128.94. Unfortunately, I had no alternative but to pay the amount, as I had no other options at that time. The charges indicate that I was billed for two extra-large items, when in fact only one large item was picked up. The item was carried out by two people without any additional equipment, and as I live in a single-family house, the couch was simply removed through the door and down three steps outside. The entire process took approximately five minutes. Therefore, these charges are completely inaccurate.Additionally, I was billed $100 for recycling fees, whereas my local town only charges $25, which includes pickup. It appears that I have been overcharged in this instance.I dont even know if a portion of that amount is allocated to an actual charity? I would appreciate it if this matter could be investigated, as it is concerning that some companies may be taking advantage of individuals who are trying to donate and support others.

  

  Business Response

  Date: 07/21/2025

  Sincerely apologize for your experience ****! First off I just want to let you know that we have escalated this to our senior operations team to investigate what happened with your hauler. They were supposed to have explained the charges in detail to you on site. Unfortunately, in the case that your intended charity cannot accept a certain item, we do have to add on additional fees to properly dispose of this item. I hope you know that our goal is always to simply provide an easy option to donate your items to our charity partners, and we want to make that whole process as transparent as possible. We are working hard on some updates that should be coming out soon that should help significantly. 

  We have gone ahead and refunded the additional fees associated with your pickup, to return to your original quote. You'll see this process on your original payment method in 3-10 business days. Please let us know if there's anything else we can do to be helpful here!

  Customer Answer

  Date: 07/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business charged me an $18 fee to set up an appointment for furniture pick up. They set up the wrong appointment time and didnt correct this. When I requested a refund for my appointment fee they cancelled my appointment but didnt refund the fee.

  

  Business Response

  Date: 07/10/2025

  Sincere apologies for the miscommunication! We're investigating the lines of communication now to better understand why the appointment time wasn't correct. We will also look into why we didn't automatically refund your booking fee as that is part of our policy if the donor chooses to cancel the pickup. 

  We have refunded your booking fee, this will reach your payment method on file within 3-10 business days. Please let us know if there's anything else we can do to be helpful. Hopefully we can help you donate items at some point in the future. 

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Habitat for Humanity of ************** to donate some furniture to them. They indicated that they use a third party, ReSupply to do their pickups. When I contacted ReSupply and told them what was involved, they gave me an quote of $485 to take the items.Once they came and started loading, the pickup people started to say that each item would be an extra charge (a small bedside nightstand was now a "heavy table" and would incur additional fees).Once I saw that they were upcharging everything, I stopped them from loading any remaining items when it became evident what they were doing with the pricing.For the items that made it to the truck, they hit me with a dramatically different bait-and-switch bill of $784 even with some of the original quoted items not going on the truck. They slipped in little things that were never told to me during the initial quote like a fuel charge (a PERCENTAGE(!) of the total cost, not a fixed fuel fee to fill the truck up) and a "stair fee" (ALL homes have stairs or steps, this is ridiculous).I have called them several times with promises that they "will get back to me", but of course they didn't. When I called Habitat for Humanity, they could not even verify that my items ever made it to them.I would simply like to have them adhere to their original quote, but since they won't talk to me, I felt a BBB complaint to warn others was needed.

  

  Business Response

  Date: 07/08/2025

  Sorry to hear your pickup did not go as planned *******! I'm one of the co-founders here at ReSupply and I can promise you this is absolutely not the experience we work hard to deliver to our generous donors looking to support great missions like Habitat. 

  We are in the final stages of redesigning that end to end experience so that everything is clearer from the get go. That being said, we will be contacting this hauling group for a retraining as they are trained to be thorough about explaining what goes into the costs and making sure that you've seen and agreed to the final quote before they started loading items into the truck. 

  Our team attempted to reach out to you to gather further feedback that you might think is important that we know, and also let you know that we will be honoring your initial quote and have processed a refund for the additional costs. This should hit your original payment method within 3-10 business days. 

  Please let us know if there's anything else we can do to help resolve the situation. We can always be reached at ****************************************** as well. 

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
  
  The business's response that they tried to contact me is untrue, however.  No calls or emails were ever received.  However, I am satisfied with them honoring the original quote.
  
  Regards,
  
  ******* ***********

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the ReSupply app online to receive a quote and schedule a furniture pickup for donation. On their form, I filled out that it was a 3 piece sectional and specifically noted that 2 of the pieces had recliners. Their quote came back at $136. I scheduled the pickup which occurred today. When the driver looked at the sectional, he noted that their quote said 1 large piece, which by their classification requires 2 people to pickup, but that he was changing it to 3 extra large pieces for $236. I asked how many people were supposed to be needed to pick up extra large pieces and he said 2 or more. I pushed back and he gave me the option to cancel. I informed that I had replacement furniture coming in the next morning. He ultimately lowered it to 1 extra large piece and two large pieces for $207. Its their app and I was explicit about it being a 3 piece sectional with two pieces having recliners. They presented a false quote to induce me to purchase and then charge more when I had no options. Its also a shame as they tarnish the charity - ***** and claim to be themselves veteran owned and operated - which makes veterans look bad. Yet I see multiple complaints of the very same practices on this site. And by way, he single-handedly picked the 3 piece sectional up with no help. This reads scam all the way.

  

  Business Response

  Date: 06/17/2025

  Sincerely apologize for your experience ******! We are working hard on this clarity and communication and will be releasing product updates here shortly that will address this. We truly want the pricing and process to be as transparent as possible so that you're never surprised by the final price. We take feedback like this very seriously and have escalated it to our leadership team. The hauler group that picked up your items will be going through a retraining as well so that they better understand how to describe things on site. 
  
  We are going to process a refund for the $71 that you requested. You will see this on your original payment method in roughly 3-10 business days. Please let us know if there's anything else we can do to remedy the situation!

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a Priority pickup for 06/09/25 with a range of 08:00am - 12:00pm est. A driver was assigned and I waited all day for this driver to never call or show up. I called the support number and wait for 15 min before being forced to leave a message that no one responds to. I've been charged a reservation fee and I feel this organization is scamming. This is unacceptable.

  

  Business Response

  Date: 06/11/2025

  Good morning *****, sorry to hear about your experience! Completely understand your frustration. First off we have escalated this up to our senior leadership team to find out why your driver did not arrive as scheduled. This team will be reviewed to understand if this is truly a one off or if this a pattern because that is unacceptable. We have been hiring significantly on the support side to bring down wait times as well so this should not be an issue moving forward once those folks are up to speed. 

  We have refunded you for the reservation fee, which will be returned to your original payment method in a matter of a few business days. Please let us know if there's anything else we can do for you at this time. Thank you for the feedback. 

• Initial Complaint

  Date:06/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled this company to come and pick up beautiful furniture that I was donating to habitat for humanity. I did everything as instructed and received the email that said sit back and relax and let us do the rest. Well I had to email, call and chat in order for someone to tell me why my pick up had not been confirmed. I just got an email stating that they could not have someone come until Tuesday when I was schedule for Sat between 8:00-12:00. Before this I explained I had to have the furniture out today and as scheduled. I could not get a hold of anyone in person and I dont think this person (*******) tried at all to help me. AND I paid a deposit that I have not gotten refunded. Now I have to pay $500 to have someone come and get it and it wont be going to a charity at all. Absolutely ridiculous!

  

  Business Response

  Date: 06/11/2025

  Sincerely apologize for your experience ****! Completely understand how frustrating that is. We have escalated this feedback up to our leadership team to better understand why we could not deliver on the original time that you had requested. It appears that we've seen an unexpected surge in requests in your area and primary team got inundated with jobs. We will review your support chat with ******* as well as we should be doing everything possible to solve problems cause we know it's stressful operating on a deadline. 

  We have refunded your reservation fee, which should appear in roughly 3-10 business days. Please let us know if there's anything else we can do to remedy the situation.